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Squarespace 5 Help

For questions about the legacy Squarespace 5 platform, please visit its Help Center:

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Regain access to your account

If you’ve tried to recover your Squarespace account and still can’t access it, we’re here to help. Please enter as much information as you can, but if you’re not sure about specific details, provide your best guess.

Before you begin:

• Did you already try to recover your account through the login page? We’ll ask you to try that first if you haven’t yet.

• For your security, we’ll only provide account details to the account holder.

If you have a tax exemption certificate, attach it here. .pdf, .png, .jpeg file formats are accepted.

Use this form to submit a request about exemption from sales tax collected for Squarespace payments.

Enter the details of your request here. If you’re not based in a country or state where we collect taxes, and you believe we shouldn’t collect taxes from you, please explain.

If you have feedback about how we collect sales tax, submit it here.
Your feedback helps make Squarespace better, and we review every request we receive. Please note that we can't reply individually, but we’ll contact you if we need more details.

General sales tax feedback

Request an exemption from sales tax

Help and support during the
Coronavirus Pandemic

We understand the tremendous challenges the Coronavirus pandemic is causing for people and small businesses across the world. Here at Squarespace Customer Support, we’re doing everything we can to answer your questions and provide assistance to our community.

If you need support during these uncertain times, submit the following form and we’ll look into options for you. Please provide specific details regarding your issue or request, such as:

• Pause or cancel my subscription

• Discuss options for financial relief from subscription costs

• Help me adjust my site to the current situation

• Advise me on how to best set up my new site

• Enable a specific feature on my site

A member of our team will respond as quickly as possible.

Upload a screenshot of the issue you’re having, or the site content you'd like to modify, so we can help you more quickly. Learn how to take a screenshot here: http://sqsp.link/w5Jigj

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Support during the Coronavirus Pandemic: Our Customer Support team is handling a high volume of requests while working remotely. We’re here to help, but our live chat hours may be shorter and response times may be longer than usual.

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Please use this form to submit a request regarding a deceased Squarespace customer’s site. Our deepest condolences go out to you and your family during this time, and we appreciate your patience as we work through your request.
Due to privacy concerns and restrictions, we unfortunately can't provide you with administrative control of the site. However, if an immediate family member or legal representative completes the form below, we may be able to grant Billing permissions so the site can remain active or cancel any active subscriptions.
Note that Billing permissions don't include the ability to edit the site's content. You can read more about this here.
A note regarding Squarespace 5 sites:
Squarespace 5, our legacy platform, doesn't allow permissions to be edited. However, we can cancel or remove the site.

Submit a request about a deceased customer’s website

URL of the site connected to the deceased user’s account

Any comments, requests, or concerns we should know?

Please attach the following documents:
• An image of your government-issued ID, such as a driver’s license, passport, military ID, or permanent resident card. This is for proof of your relationship to the deceased.
• An image of the deceased person’s obituary, death certificate, and/or other documents.
• Any additional documents, such as Legal Representation documentation.

Delete My Account

Before you request to delete your Squarespace account, please review this guide to:

• Understand what happens when we delete your account.

• Make sure it’s what you really want to do.

• Take a few steps to prepare. For example, you’ll need to cancel all subscriptions first.

Once you submit your request, you’ll receive an email from our team to verify your account access and confirm that this request wasn’t made in error.

Delete My Account Request Verification Form

Before you provide your government issued ID below, did you know that you can submit a request to delete your account to Squarespace here (without providing your ID)? This form is only for people who have lost access to: (1) their Squarespace account; or (2) the email address associated with their Squarespace account.

Please upload a copy of some form of government issued ID (i.e. driver's license or passport). You may blur out any sensitive information before you upload.

Email address for communication regarding your request

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Questions about Squarespace Select

To learn more about Squarespace Select, our premium plan for dedicated site support, visit this Help guide.

If you still have questions about the Select plan, complete the fields below to send us a message.

Note: While our most popular guides have been translated into Spanish, some guides are only available in English.

Traffic Sources Analytics

Last updated March 13, 2020 00:38

Sections

The Traffic Sources panel in Analytics shows where visitors are coming from and which referrers are the most valuable to your site or online store. With this panel, you have insight into which channels—like search engines, blogs, social networks, email, and ads—are driving the most visits, orders, and revenue, to help you make decisions about your marketing strategy.

The Traffic Sources panel is available in all plans, but the data you see depends on your plan.

Traffic Sources by plan

What you see in the Traffic Sources panel depends on your plan or the type of trial site you started.

Traffic sources

Website trials and sites on the Website Personal and Website Business plans see traffic sources by visit.

Commerce trials and sites on the Commerce Basic and Commerce Advanced plans see traffic sources by multiple KPIs, including revenue, orders, and conversion.

Commerce trials and sites on the Website Business, Commerce Basic, and Commerce Advanced plans can track individual campaigns created from the URL Builder.

Channels

On all plans, the Direct, Email, Referral, Social, and Search channels display. Website trials and sites on the Website Personal plan see a Paid channel, which includes traffic from display ads and paid search.

What determines a Traffic Source?

For Commerce-related KPIs like revenue and conversion, traffic sources are based on a visitor’s “last click,” or the exact link a visit came from before placing an order. This means that if a visitor came to your site from two different sources and made a purchase on the second visit, we’ll attribute their order to the second source.

Review the Traffic Sources panel

In the Home Menu, click Analytics, and then click Traffic Sources.

Click the drop-down menus at the top of the panel to filter results by time, from January 2014 to today.

Tip: Use menu shortcuts to add a link to this panel to your Home Menu.

These tabs are only available in the Commerce plans. To learn about these terms, visit Sales Analytics.

Traffic sources and channels

When someone visits your site, the traffic source is where that visitor came from, like a link on another site, an email campaign, or a search engine results page. We group these sources into general channels–like Direct, Social, and Email–to help you understand how different channels are performing.

If you don’t have traffic from a channel, it won’t show. For example, if no visits came from sources we categorize as Display Ads, Display Ads won’t show in the panel.

Direct

Direct represents when someone typed your URL directly into their browser, rather than coming to your site from another page. Links opened in a new window also count as Direct.

If this number appears inflated, it could be because some of those visits are from you visiting your site without logging in. When you're logged in, your activity doesn’t count toward visits. However, when you're logged out, we have no way to identify that the visit is you, so those visits can count as Direct, or as a different source if you clicked to your site from somewhere else without logging in, like your Facebook page. You can read about how to avoid this in Hiding your activity from Analytics.

Display Ads

On Website Personal plans, traffic from display ads is included in the Paid channel.

Email

Email represents traffic from email marketing campaigns.

For Squarespace Email Campaigns, if your website is on a Commerce plan you can see detailed sales information in your site's analytics, such as revenue generated by each campaign. Additional analytics information displays in the Email Campaigns dashboard.

For Mailchimp, you can compare traffic from forms and campaigns. Traffic from forms represents visitors who followed a link to your site at the end of a mailing list signup form. Traffic from campaigns represents visitors who followed a link to your site from an email. To see specific campaign names, connect Mailchimp to a Form or Newsletter Block. To learn more, visit Using Mailchimp with Squarespace.

Note: To attribute traffic from a Mailchimp campaign to the Email channel, check E-commerce link tracking when you set up the campaign in Mailchimp. Otherwise, traffic from the campaign is considered Direct.

Search

The Search channel represents organic traffic from Google and other search engines.

Referral

Referral represents websites and blogs that link to your content that don’t fit under other channels.

Overview graph

The line graph at the top of the panel shows trends over time. Each line on the graph represents a different channel like Direct, Social, or Email. Hover over any point to see data per channel for a time frame.

Click the Daily drop-down menu to change the time scale. Time scale options depend on the number of available data points.

Traffic breakdown table

The table below the graph displays a breakdown of each channel and how it’s performing. This is a great way to quickly compare different channels and see your most valuable referrers at a glance.

On Website plans, you can view and sort sources by visits.

On Commerce plans, you can view and sort sources by more Commerce KPIs:

Revenue

Visits

Orders

Conv. Rate

AOV

RPV

Click a column name to sort the table.

To see all sources grouped into a channel, (for example, specific social networks under Social or websites under Referral), click the arrow next to the channel name for an expanded view.

You can look further to see specific paths under each source. This is useful for identifying the exact source of a visit, like a specific page from a referral website or pin on Pinterest.

Tip: When looking at Google data, you'll see a list of local Google domains where visitors are coming from, like Google.com, Google.co.uk, or Google.de. You can use this view to get a general sense of search engine traffic to your site by country.

Potential discrepancies

Data for these KPIs might not 100% match what’s in Sales:

Revenue

Conversion Rate

AOV

RPV

If you notice discrepancies between the KPIs in Traffic Sources vs. Sales, it’s because:

Traffic Sources is based on visits–specifically, the revenue from any visits from the selected date range.

Sales is based on revenue from the selected date range, regardless of when the visit happened.

For example, if a customer visits your site one day, but leaves their browser window open on your site and doesn't place an order until the next day, Traffic Sources displays the order and revenue on the day the visit occurred. Meanwhile, Sales displays the order and revenue on the day the order was placed.

The larger the timeframe, the higher this discrepancy may be.

Traffic from ad campaigns

When you run an ad campaign, the channel that shows the visits from that ad depends on the type of link used in the campaign. Email Campaigns and Instagram Shopping campaigns are automatically tracked. All other ad campaigns aren't tracked automatically, but you can create trackable links with the URL Builder tool.

Use the table below to see the channels where visits for ad campaigns will appear in Traffic Sources.